Resolve system issues via community helpdesk

Resolve system issues via community helpdesk

Technology is a key enabler in the transformation of healthcare in Singapore. The digitalisation of healthcare is imperative for seamless integration of data, not only to enhance patient experience but also to drive improved productivity. 

National Healthcare Group is an integrated network of polyclinics, acute care and tertiary hospitals, and specialty centres and business divisions. Some of the institutions in National Healthcare Group use the same IT systems and they have started to use the Multi-Company Group (MCG) feature on Workplace to share updates and resolve common system-related issues. In this case, they created a MCG to share updates related to the Human Resource Information System. MCGs allow people from multiple organisations to collaborate. 

This leverages crowd wisdom, with users assisting each other and a dynamic Frequently Asked Questions (FAQs) generated by the community. It reduces the bandwidth requirement from IT teams for repeat/basic issues. 

 

Do it in your organisation in 3 easy steps:

  1. Create a Workplace MCG with the name IT Helpdesk. For more information on MCG on Workplace, refer to the article here. 
  2. Make a pinned post with proper guidance on how each issue should be reported e.g. Title and Image. 
  3. Decide on whether the group should be owned by the IT Helpdesk team so that they can monitor and respond to  posts/issues. 

About IMH

IMH is a 2,000-bed acute tertiary psychiatric hospital situated on a 25-hectare campus at Buangkok Green Medical Park in Singapore. It offers a comprehensive range of psychiatric, rehabilitative and counselling services for children, adolescents, adults, and the elderly.

IMH integrates evidence-based therapies and is supported by the departments of clinical psychology, nursing, occupational therapy, and medical social work, to provide holistic care for its patients. IMH has 50 wards for inpatients and seven Specialist Outpatient Clinics.

 

 

Key Metrics 

90% of IMH staff claimed their accounts within the first two months of implementation. 70% of them are active on a weekly basis, and there was a proliferation of approximately 200 groups. (as of June 2017)

“I feel that Workplace has brought everybody closer. Our staff really like it that they have a place to share with everybody”. Frank Ong, director of HR and L&D, IMH

 

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